General Guidelines
- The first row of the CSV must have requester field names (Name, Email, etc.)
- For requesters whose email address exists in the service desk already, the current information will be overwritten by the CSV data
Attribute-Specific Guidelines
Mandatory Fields
One of the following combinations is mandatory:
- First Name and Work Phone
- First Name and Mobile Phone
In addition to the above combinations, all attributes which are marked as "Required when submitting the form" for agents in Requester/Contact Fields will be considered mandatory while importing as well.
Reporting Manager
If the reporting manager specified does not already exist, they would be created as a requester/contact with the email address provided. All other fields (including mandatory fields) for the newly created reporting manager will be set to NULL, and must be manually updated once the import process is completed.
Department/Company
Only existing departments/companies can be specified.
Location and Dropdown Fields
The values provided for location and dropdown fields should only be one of the choices available for that particular field in the service desk.
Checkbox Fields
A checkbox field only accepts 'true' or 'false'.
Email Fields
The email address should be in the format '[email protected]'.
URL Fields
The URL should be in the format 'http://www.freshservice.com/'.
Date Fields
Dates should be in the format YYYY-MM-DD.
